Solution

All feedback collected through the various channels (NPS survey, incoming contacts, social networks) is aggregated in a feedback management platform powered in real time. Semantic analysis highlights the key moments in the customer experience as well as the reasons given by each consumer for dissatisfaction and delight.

Results

Using this analysis, custom reports are sent to all levels of the organization. Risk detection makes it possible to generate alerts in real time. The entire set of analyses is available at any time for localized studies or for deep dives into a specific topic.

Improving customer satisfaction
Attrition reduction